I thought I would share an idea that we have implemented at Hilton Auckland where our Management team truly Walk the Talk. It is part of living the values everyday and showing great leadership, but not only has it lifted morale in our team, our SALT scores have been increasing too – for the first time at least in the last year we are sitting above 60% for loyalty and it has been like that for the last two months (coinciding quite nicely with this program!).
It is a hotel level version of the Business Immersion Program. Every two months, a member of the KP team will spend half a day ‘walking the talk’ in another department, on the floor, alongside the team members, in their uniform, doing exactly what they do. So far, we’ve had our General Manager washing dishes in the Kitchen, Director of HR serving breakfast and our Front Desk Manager serving dinner in our restaurant, Director of Business Development, HR Coordinator and Purchasing Manager cleaning rooms in Housekeeping, Director of Operations painting pantries for Engineering, F&B Services Manager and Executive Chef portering in Concierge, Restaurant Manager cooking and serving our team member meal, Assistant Financial Controller and Chief Engineer cooking in the kitchen, IT Manager helping guests in Banquets, Executive Housekeeper serving guests at our Front Desk and our Marketing and Communications Manager and Revenue Manager serving cocktails in our Bar.
HR pops along to every Walk the Talk to take pictures and then follows up with a report afterward. We’ve had an astoundingly positive response from the team who love to see Managers stepping out of their comfort zone and love training them in the art of their own roles. The Managers have loved getting to know the team even better and have developed an even deeper respect for how hard our team work every day by sweating alongside them! We often have people lined up in the back of house area looking at the pictures and reading the reports on our ‘Walk the Talk wall’.
If you need any more materials/info please let me know. I’ve attached Travis our Front Desk Manager’s report report for your reading pleasure 🙂 And some pictures to show you our lovely Manager and team.
Posted on Sep 14, 2010